Time Tracking
Allows tracking the time your technicians spend on each ticket. It is available for the Enterprise plan only.
- Where do we enter the time?
- How do I correct the time spent on a ticket?
- How do I compile statistics per ticket, techs and customers?
- Can I change the time unit?
- What is the timer and how do I use it?
- How account option "Time tracking unit" is related to time tracking?
- Where do we enter the time?
Each time a technician adds a comment to a ticket, s/he has the option to enter the time spent on the ticket. Typically a technician will add several comments and input some time spent on a ticket several times.
- How do I correct the time spent on a ticket?
Just add a comment and enter a negative value (e.g. –60) and it will be subtracted from the total. In the comment body, enter the reason why you need to correct the time.
- How do I compile statistics per ticket, techs and customers?
The time spent per ticket is shown in each ticket view. You can compile any statistics you need by exporting the tickets in CVS format (in the ‘manage’ screen) in Excel and compute the results you need with graphs if needed.
- Can I change the time unit?
Yes. By default Mojo Helpdesk uses minute as the unit. The helpdesk owner can change the unit at ‘Manage > Helpdesk settings > Edit'.
- What is the timer and how do I use it?
The timer acts as a stop watch. It helps techs track the time they spend on their ticket. When you start working on a ticket you can start the timer and when done stop it and click the arrow to copy the timer value into the 'time spent' field. If you set the auto-start option, the timer will start automatically each time you load the ticket's page. Warning: if you leave the page while the timer is running you will loose the time value. - How account option "Time tracking unit" is related to time tracking?
"Time tracking unit" option can be set to "Minute" or "Hour". Each time it is changed the comments' times got recalculated to reflect the new time unit. The technician will not see any difference on time spent reports (which are in format "hours minutes seconds").